Team Member Customer Service
Resume:
Dennis J. Cupit MCSE, CCNA, CNE, A+
*******@*****.***
www.linkedin.com/in/denniscupit
Summary
Over a decade of successful team management
Highly composed during all level of incidents
Highly adaptive; able to function in any environment, under adverse conditions
Exemplary Work Ethic, Exceptional Problem Solving Abilities
Excellent interpersonal communication skills
Fully comfortable, confident and capable of any and all client-facing and C-level communications and presentations
Powerful leadership skills; able to foster an environment of camaraderie, generate team mentality to achieve goals on or ahead of schedule and budget, and promote enhanced productivity
Equally adept as a lone worker or team member
Detail oriented, goal-minded, graceful under extreme pressure
Advanced resource management and time management skills
Very strong client management skills
Excellent conflict resolution skills
Incomparable Customer Service/Relationship Management abilities
Completely comfortable with issue ownership role and accountability EXPERIENCE
Motorola Solutions
1394 Prospect Ave, Westbury, N.Y. 11590 October, 2022 - Present RMS Manager
o Manage all aspects of Motorola P1 RMS platform for Nassau County Police Dept.
Hardware management and maintenance
Multi-host VMware environment hosting Windows servers
F5 Loadbalancer environment
Fortigate Firewall perimeter control
First Call Response for all user issues
Support NetTech, Justware, MorphoTrak, AFIS, Idemia and any interfacing to P1RMS platform
Support all proprietary interfaces to 911 CAD systems, DA’s office, all Nassau townships
System patching and upgrades
SSRS printing environment management
RDW reporting environment management
Data migration tasks from Swift Justice, iLeads, Chief systems to P1RMS
All support for (4) full environments, including Staging for DevOps, Training for Police Academy, PROD and DR
Liaise with RMS Back Office team for issue escalation and troubleshooting relating to SQL and proprietary CAD and ACT configuration environments
Full system upgrades
Lead advocate for NCPD for any/all issue related to successful, ongoing use of P1RMS platform Northwell Health
3 Huntington Quadrangle, Melville, N.Y. 11747 February, 2019 – October, 2022 Infrastructure and Management Systems Engineer
o EMR Support
All aspects of Sunrise Clinical Management platform
HL7 interface support
Monthly pharma doc updates
Database support
Patching and upgrades
o SCM upgrade; built, QA’d and configured backup for new platforms in support of 16.3 to 18.4 upgrade
VMware host builds, virtual Windows server builds
Backup configurations and remediation; Tivoli/Insight Storage Manager
QA scans and remediation
Nessus security scan remediation
DevOps image QA, provisioning and version management
UCS configuration and hardware remediation
vROps monitoring/alert remediation
Mitsui Knowledge Industry April, 2017 – February, 2019 200 Park Avenue, New York, N.Y. 10017
Infrastructure Systems Manager
o Lead remote, boots-on-the-ground technical team sand vendors in all aspects of system support o Authored privileged account attestation process, and user audit management process o Managed backup, antivirus, health, patching, security accounts and reporting for compliance, NTFS permissions and monitoring of servers for the Americas/LATAM, EMEA and APAC o Managed initiatives for Americas/LATAM for integrations, printing, video conferencing, migrations, installations, etc. o Team member for new internal ticketing system development, development of infrastructure workflows, and vetting of new software acceptance process, lead for new software assessment Eze Castle Integration November, 2015 - March, 2017 529 5th Avenue, New York, N.Y. 10017
Client Technology Manager
o Managed team of 6-8 engineers and 20+ clients, predominantly in the financial sector o Architected, installed and maintained on-prem infrastructure, and support ECI private cloud services o Highly client-facing, responsible for client’s budget, all technology, reliability, availability and client’s overall satisfaction; acted t as client liaison and advocate with all technology vendors o Ensured SLA’s are met, coordinated DDQ’s and compliance audits, and delivered auditing and reporting for SOX and SEC compliance
o Maintained all technology-related records, including WAN/LAN details, inventory, security, passwords, accounts, etc. o All scales of migrations from any source to ECI private cloud Grey Group, Global May, 2015 – November, 2015
200 5th Avenue, New York, N.Y. 10010
Infrastructure Engineer
o Maintained and managed all servers and Active Directory for physical and VMware environments for North, Central and South America
o Gathered all computer, user and Active Directory information and data for all domains, globally via MAP analysis for IBM migration.
o Lead for maintenance, management and troubleshooting of Sophos Endpoint and Security for all locations globally, LastPass password vault for all domain accounts, Sophos Safeguard disc encryption, patching for all systems, Citrix farm for North, Central and South America
o Built and/or gathered all necessary documentation, reports, etc. for all internal audits for North, Central and South Americas
o Lead for maintenance, management and troubleshooting MediaOcean/DDS applications, Adobe, and various applications in and outside Citrix farm
o Executed Modulo interviews for all patching, disc encryption, password management, GPO’s, Active Directory, anti-virus for North, Central and South America
Experian Marketing Services February, 2015 – May, 2015 29 Broadway, New York, N.Y. 10006
Datacenter Engineer
Team member – data center consolidation, tuning
o Consolidated 11 geographically disparate sites into 4 o Optimized services, developed standards and procedures to operationalize sites, documented all protocols related to site management and maintenance and current state and planned state, inventoried all data center assets Novartis Pharmaceutical September, 2013 – January, 2015 60 Baylis Rd, Melville, N.Y. 11747
Independent Consultant
Infrastructure support in a VMware/Microsoft server environment o Maintained physical and virtual servers, and storage
End-user support
o User management in via GDDB IBM proprietary platform, internal AD, and assisting in user issues as needed, indicated by Remedy tickets
Consulted on process and procedure integration and documentation, GxP implementation
Qualys scanning security vulnerability remediation o Server consolidation/server builds; system sun-setting initiative, writing/submissions of change requests and all documents associated with server decommissioning
Mail migration from on premises Exchange to Office365 via via GDDB IBM platform, EMC/EMS o Adjusted user accounts to coincide with desktop migrations, export PST’s
Internet domain transfers
o Transferred ownership, records, generate new certificates for internal mail systems
Manufacturing LAN installations of qualified, calibration and scientific analysis systems o Installed and configured new instrument systems, configure DFS Tory Burch July, 2012 – August, 2013
205 Hudson St., New York, N.Y. 10013
Server Operations Team Manager
Managed Operations team of six engineers
o Managed schedules and tasks, tracked work progress, strategized and developed server builds for all divisions, liaised with support resources for the Operations team, planned all server deployments, and assessed risks and roll-back procedures for projects and updates of all team initiatives
o Responsible for deliverables
Installed, managed and maintained Windows server environments, Active Directory, email across the enterprise on VMware clustered platform
o Built VMware guest servers as directed by Architecture team, managed, maintained and troubleshot all issues related to all Windows-based servers, including; upgrades, patches, antivirus, documentation, and overall system health, availability, and capacity planning internationally
o Managed vendor relations with Epicor, SunGard, RLM and Microsoft Premier Support
Managed on-site aspects of Windows server backup using eMazzanti Backup and Disaster Recovery services across the enterprise
o Managed jobs, recovery tasks and vendor relations, escalations, planning and availability with eMazzanti staff
Team member on Google Apps initiative aimed at coalescing applications, data and messaging into the Google cloud o Liaised with Google and third-party partner to develop POC, testing and user acceptance
Managed MS Office365 and Forefront cloud email services o Responsible for all aspects of MS Exchange-based email and Lync messaging, archive, user, resource, calendar and room administration, message hygiene, transport rules and filters, data retention and gathering for litigation, vendor liaison with Cloud Vantage and Premier and TAM’s to ensure 100% up-time across the enterprise o Team member for MS Office365 Wave 15 upgrade, ensuring 100% up-time and seamless integration and user experience
Team member for SunGard migration, SolarWinds implementation, McAfee ePO implementation and MS SCCM build o Server builds, management, maintenance and troubleshooting for all related systems, ensuring high availability
Change Control Board member
o Full and active part in writing framework for ITIL-based change control, assessing requests for change, and implementation of framework and changes, based on industry accepted models. o Co-authored escalation procedures and communications for ITIL-based back-end support model
Team escalation member for Client Services
o Responsible for direct interaction and troubleshooting of Client Services issues, co-authored escalation procedure and communications, responsible for direct support of executive staff
Team member for incident response protocol; responsible for proofing, amending and augmenting incident response procedure and protocols
SKILLS
Microsoft Windows Server2012-2019, Office365 migrations and configuration, Forefront, Terminal Server, Outlook, IIS, Active Directory, Group Policy, ADSI Editor, WSUS, DFS
Sophos Endpoint and Security and Safeguard Disc Encryption, Bittitan MigrationWiz, OpManager
Citrix Presentation Server, XenApp Studio, Director, HALO, Barracuda, MessageLabs, Postini, TCP/IP, DHCP, DNS, WINS, VOIP, FIX
VMware, VRops, vRealize ESX, SaaS, Blackberry Enterprise Server (all versions), All forms of PDA’s and Smartphones
Novell NetWare, NDS, Client 32, IntranetWare, GroupWise, IPX/SPX, GWIA
Office2000-2016, Tivoli Storage Manager, Lotus SmartSuite, HP JetAdmin, Lacerte, InoculateIT, Kaseya, Continuum, WUG
SonicWALL, Cisco PIX, CheckPoint, NetScreen, Cabletron, Digital Link, Cyber-Ark, LastPass, NetIQ DRA
Numara TrackIT, Frontrange, Remedy, ConnectWise, BigFix, DUO 2FA, Acronis Enterprise Backup
Acronis, ARCserve, Backup Exec, Ghost, Drive Image, Symantec Vault, Adobe Acrobat
TrendMicro, Symantec Enterprise Endpoint Protection, McAfee ePO, Sophos Endpoint Protection
Create and Manage Domains and Trusts, Global and Local Groups, User Accounts, Login Scripts and System Policies
LAN Design, Implementation, Replication, Backup, Troubleshooting, Rollouts, Custom Installation, Configuration and Migration
iSCSI, SATA, RAID, Modems, DRAC’s, iLO’s, DAC’s, NIC’s; ISA, EISA, VESA, PCI, PCMCIA, PC Assembly and Repair EDUCATION
Computer Career Center
Garden City, N.Y. 11530
G.P.A.: 4.0; Class Rank: #1
Five Towns College
Seaford, N.Y. 11783
A.A.S.: Engineering/Business Management; Minor: Marketing G.P.A.: 3.4; Class Rank: #1
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